Methods and apparatus for audio data analysis and data mining using speech recognition
First Claim
Patent Images
1. A method of searching audio data, comprising said step of:
- defining search criteria containing both a search phrase and data values;
searching a set of audio segments for said search phrase and said data values; and
producing a set of results of occurrences of said search phrase within said set of audio segments matching said search criteria such that a given occurrence is a match for said search phrase within a minimum confidence level.
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Abstract
A system and method provide an audio analysis intelligence tool with ad-hoc search capabilities using spoken words as an organized data form. An SQL-like interface is used to process and search audio data and combine it with other traditional data forms to enhance searching of audio segments to identify those audio segments satisfying minimum confidence levels for a match.
49 Citations
32 Claims
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1. A method of searching audio data, comprising said step of:
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defining search criteria containing both a search phrase and data values;
searching a set of audio segments for said search phrase and said data values; and
producing a set of results of occurrences of said search phrase within said set of audio segments matching said search criteria such that a given occurrence is a match for said search phrase within a minimum confidence level. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A method of operating contact center, comprising said steps of:
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connecting a plurality of calls to at least one customer service representative;
recording audio segments from each of said plurality of calls;
defining a search phrase;
defining a minimum confidence level;
searching said set of audio segments for said search phrase; and
producing a set of results of occurrences of said search phrase within said audio segments and said minimum confidence level that a given occurrence is a match for said search phrase.
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16. A system for searching audio data comprising:
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control logic operating to (i) define a search phrase and (ii) define a minimum confidence level for searching; and
a search engine operating to search a set of audio segments and intrinsic data associated therewith for (i) said search phrase and (ii) ones of said audio segments satisfying match criteria for said intrinsic data and, in response, produce a set of results of all occurrences of said search phrase within said set of audio segments satisfying said match criteria and said minimum confidence level that a given occurrence is a match for said search phrase. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A contact center comprising:
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a switch configured to connect each of a plurality of calls to a customer service representative workstation;
a memory connected to said switch and operating to record audio segments from each of said plurality of calls;
a supervisory terminal operating to (i) define a search phrase;
(ii) a minimum confidence level for searching; and
(iii) identify criteria used to select a set of said audio segments from ones of said plurality of calls based on intrinsic data associated with respective ones of said calls;
a search engine connected to said supervisory terminal and to said memory for searching said calls based on said intrinsic data and for said search phrase; and
a display connected to said search engine and configured to produce a set of results of all occurrences of said search phrase within said calls identified by said search engine based on said intrinsic data and said minimum confidence level that a given occurrence is a match for said search phrase.
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30. A method for analyzing audio data, comprising:
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storing audio segments in a speech repository;
storing information regarding each of said audio segments in a database;
establishing a search criteria including (i) speech and Structured Query Language (SQL) criteria for locating utterances in said audio segment using speech recognition technology and (ii) information regarding each of said audio segments; and
searching said set of audio segments and said database in accordance with said search criteria.
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31. A method of searching audio data, comprising said step of:
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defining search criteria containing a search phrase and data values to use for searching;
searching a set of audio segments for said data values to produce a limited search set; and
searching said limited search set for said search phrase.
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32. A method of searching audio data, comprising said step of:
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defining search criteria containing a search phrase and data values to use for searching;
preprocessing said search phrase and data values into a Meta SQL representing only said data values;
searching a set of audio segments using said Meta SQL for said data values to produce a limited search set; and
searching said limited search set for said search phrase.
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Specification